Req Id: 65572
Bell is a truly Canadian company with over 134 years of success. We are defined by the passion of our team members and their belief in our company’s vast potential.
To ensure we continue to be recognized as Canada’s leading communications company, we’re committed to finding and developing the next generation of leaders. This means creating best-in-class career and development opportunities for our employees.
If you’re passionate, driven and find yourself seeking interesting work, new challenges and continuous learning opportunities, then we want you to join our team.
Bell Business Markets provides a vast array of communications solutions for small, medium, and large organizations. These include managed data and network solutions, cloud computing, conferencing, Web, security solutions and integrated information and communications technology (ICT) services.
Within the Bell Canada Business Market Enterprise Market segment, the Service Operations Service Desk has the overall accountability of technical troubles reported by clients for deployed customer solutions. Our business model is highly customer centric, with shared accountability between Service teams for managing customer troubles. This seamless approach to customer service has been a key factor in achieving Industry-leading levels of customer satisfaction. Our business strategy going forward is to leverage this strong base of customer loyalty and our stream of new IP & Value Added Services.
Responsibilities/ Accountabilities:
- Incident Manager acts as the single point of contact for customer escalations and service assurance related issues.
- Simplifies the customer’s experience.
- Provides technical support by prioritizing, troubleshooting, characterizing, reproducing and escalating customer reported problems, and delivers hardware, software and/or application solutions within customer response time targets.
- Provides technical support to third-party technical service providers, as applicable.
- Establish and maintain professional and productive relationships with our Customers’ Senior Management teams.
- Maintains high level of technical product knowledge.
- Work with customers, internal teams, partners and suppliers to establish communicate and manage expectations.
- Participate in proposal development, Contracts/SLA negotiations and contract interpretation as required.
- Provide leadership and coaching to CEP virtual reports in order to meet and/or exceed assigned objective targets.
- Keeps abreast of leading edge IT technology in the specific market/industry of the customer
Critical Qualifications/Competencies:
- Proven customer management skills
- Meticulous and adheres to quality delivery at all times
- Ability to deliver outstanding service in a constantly evolving environment
- Ability to work under pressure
- Strong analytical skills with deductive reasoning capabilities
- Technical know-how: advanced knowledge of Bell Business Market products and services (IPVPN, VMS, BID etc.)
- Interest in acquiring technical and business knowledge relating to one or many customers
- In depth knowledge of telecommunications industry, more specifically in the following fields: LAN, WAN, Voice, IP, Wireless solutions and Internet/Intranet applications (e-mail, client-server applications, security, file server management).
- Solid understanding of the telecommunications industry, specifically competitor products & services
- Proven consulting, communication, negotiation and presentation skills at technical and executive level
- Good oral and written communication skills
- Recognized leader with clear track record of using teamwork to create a competitive advantage
- Proven coaching/training abilities
- Leader, self-reliant and team player who can function with little supervision or direction
- Available 7/24 for escalations
- Creative and solution oriented
Knowledge and training required:
- University engineering diploma or equivalent experience
- Business acumen
- Customer facing skills and experience a must
Experience required:
- 5 years or more industry experience
Other Qualifications/Competencies considered:
- Available 7/24 for customer escalations
BCE:WKP #Feature *LI-RY
REF2500
Additional Information:
Position Type: Management
Job Location: Canada : Ontario : Mississauga || Canada : Ontario : Toronto
Application Deadline: 02/13/2015
Please apply directly online to be considered for this role. Applications through email will not be accepted.
Bell is committed to fostering an inclusive, equitable, and accessible environment where all employees and customers feel valued, respected, and supported. We are dedicated to building a workforce that reflects the diversity of the communities in which we live and serve, and where every team member has the opportunity to reach their full potential.
Created: Canada, ON, Mississauga